NICE has announced the next evolution in its cognitive automation platform – an integration with technology partner Celaton to infuse NICE Robotic Automation with enhanced machine learning capabilities.
This integration creates a digital workforce that can manage, consume and assimilate more complex unstructured data to decrease manual effort by 85% across some of the most complex business processes.
Every day, businesses are inundated with large volumes of unstructured and unpredictable data from customers, such as enquiries, complaints received by email, fax, paper, social media and other electronic data streams. The unstructured nature of this data makes it highly labour intensive to categorise, interpret, process and respond to the customer in a timely and consistent way. The dependence on human labour is expensive and prone to errors and delays, creating backlogs during peak or surge periods. Furthermore, business operations cannot expand without the addition of human resources, further exacerbating operating costs and reducing flexibility and scalability.
Cognitive machine learning capabilities allow complex data to be quickly consumed and interpreted with sound judgments made by robots, which are instructed to respond to customer queries or complaints in an intelligent and highly personalised manner. These cognitive robots continually learn new situations and content from human input, driving an enhanced customer experience and reducing process time by approximately 95 percent. This combination of human intervention and cognitive technology ensures accuracy, accelerated speed and continuous optimisation of business processes, as well as growth and scalability.
NICE Robotic Automation enhances machine learning capabilities.
